Grupo NGN Blog
Call Center vs Contact Center
What is the difference between a Call Center and a Contact Center?It is widely accepted that a Call Center is focused on...
Ready for new State TCPA laws?
Ready for new State TCPA laws? There are more than 380 proposed bills for new Contact Center focused laws across the 50 US...
Predictive AI Outbound Dialing with NGNCloudComm
Predictive AI Outbound Dialing with NGNCloudComm. NGNCloudComm is an omnichannel Contact Center solution that includes a...
NGNCloudComm Redefines Optichannel
Optichannel DefinedNGNCloudComm redefines optichannel for the Contact Center industry with its latest release by Grupo NGN....
When is AI BS and what is ChatGPT
The talk of Artificial Intelligence or AI enhancements in the Contact Center has been on the rise recently. I am naturally...
Houseplant Appreciation Day
January 10 is Houseplant Appreciation Day and a perfect time to discuss remote work in the Contact Center world. While...
NGNInsights 2.7.4 Introducing the Dashboard
The latest upgrade to NGNInsights includes a dashboard that adds a customizable view of a Contact Centers performance...
NGNInsights™ Provides AI Powered Analytics, Dashboards, and Gamification for Nice InContact™
Grupo NGN has enhanced the NGNInsights™ integration with Nice InContact™ to the latest API version. This makes it simpler...
Contact Center Bill of Rights
On December 15, 1791, three-fourths of the existing US State legislatures ratified the first 10 Amendments of the...
Top 10 Ways to Maximize Using a Store to Motivate your Contact Center Employees
Offering a store where employees can shop and buy items is a great way to add motivation and fun to your Contact Center....
NGNCloudComm wins 2022 Customer TMC Labs Innovation Award
NGNCloudComm has been named the 2022 Customer TMC Labs Innovation Award winning CCaaS. According to Erik Linask from TMC...
Monthly Savings with NGNCloudcomm
Grupo NGN helped a BPO save more than $2.2 Million by switching to NGNCloudComm. How much can you save?Prior to moving to...
Complex routing/decisions made simple. Can your CCaaS do this?
It is my impression that the Contact Center industry indoctrinates customers to simply not expect that complex scenarios...
Scheduled Callbacks or The Art of Increasing Customer Satisfaction
Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the vehicle you...
Is Gamification Driving Positive Results in Your Contact Center?
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Is Your Contact Center Ready for Oklahoma Compliance?
NGNCloudComm users already have what they need to be compliant with Oklahoma’s “Mini TCPA” law, HB 3168, that goes into...
Record Strategies and Lead Scoring
How NGNCloudComm increases Contact Center ROI by automatically prioritizing the most profitable leads to be contacted...
ROI: The Only Contact Center Acronym That Matters
[dg_adh_heading title_prefix="Contact Centers who work with a technology partner like Grupo NGN get better results than...
The Brains Behind Grupo NGN
The real brains behind Grupo NGN is the amazing team of sales, support, and development that works around the globe. You...
Knowing is Half the Battle of Gamification
Last week I had a training meeting with a long time NGNInsights customer for a block of newly hired managers. These...
NGNInsights 2.7.3 Release Notes
Grupo NGN has released an update to NGNInsights (2.7.3) with new features including specific customer requests. The release...
Employee Chat for the Contact Center
Have you tried using other chat systems – Teams, Zoom, Rocket Chat, but find that you need additional features and options...
Total Experience
Last week we introduced the concept of Total Experience (TX) as a means to achieve excellent Customer Experience (CX). This...
Total Experience with Grupo NGN
CX or Customer Experience has become a key marketing buzz word across multiple industries. Depending on the perspective and...
Automate your bonus and commission plan
How much time does it take for your team to calculate bonus and commission programs?We have worked with a number of Contact...
New law requires 3 minutes or less wait times
Spain has approved a bill that requires companies to answer calls within 3 minutes by a live person and not to leave...
Grupo NGN is proud of its perfect customer service rating
Grupo NGN’s motto is “Let Your Imagination Be Your Only Limitation” and our true omnichannel CCaaS solution NGNCloudComm...
Adherence Improvement with NGNInsights
California Regional MLS sees Schedule Adherence Improvement with NGNInsightsCalifornia Regional MLS (CRMLS) is the largest...
NGNInsights 2.7.2 Release
Grupo NGN will be releasing an update to NGNInsights (2.7.2) with exciting features including 5 specific customer requests....
NGNCloudComm now supports WhatsApp
NGNCloudComm has added WhatsApp support to its industry leading omnichannel platform. Contact Centers can now add all the...
Legal Changes are brewing… Is your Omnichannel Contact Center Software future proof?
Multiple changes to the way you conduct your business are coming from numerous fronts, State & Federal. A lot of these...
Are you compliant with Florida’s new laws? What about New York? Missouri? Utah?
You have likely heard about the bill that was passed in Florida last July and are probably working on becoming compliant...
Is your CCaaS Multi-Tenant or Multi-Instance? Does it matter?
Over the last decade, things that used to be considered farfetched are becoming a reality more than ever. This fact is not...
A Guarantee to substantially increase your agent productivity
Developed and designed by a team with behavioral science background, video game professionals, data visualization experts...
Are you having problems with Caller-ID and spam marked calls in your contact center?
[dg_adh_heading title_prefix="At Grupo NGN, we believe in options and solutions. You do not have to settle for manual or...
NGNInsights v2.7. New Features to continue improving your Agents Performance
Grupo NGN is proud to announce its latest release of NGNInsights v2.7. We continue our commitment to enhance our software...
Agent workstation live monitoring and recording – Limited time discount
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Monitor your agent’s workspace in real-time
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NGNCloudComm now includes Agent Screen Recording
Grupo NGN is pleased to announce the strengthening of its native Voice Recording with the release of its new Screen...
Employee Chat with the Contact Center in Mind
Contact centers have specific needs and requirements when considering software to allow communication between supervisors...
Grupo NGN partnering with C3 Complete
Grupo NGN Inc. is pleased to announce that C3 Complete, headquartered in Delray Beach, Fl. is now a Platinum Partner in the...
Cloud Contact Centers Can Increase Risk – An Honest Peek Behind the Curtain
I remember being an IT executive for a large, well respected BPO when I was first encouraged to move our technologies –...
How Carriers Plan to Change Business Texting with 10DLC
Earlier this year, I started hearing our customers and resellers talk about 10DLC with a certain amount of dread, often in...
STIR/SHAKEN ROLLOUT
Grupo NGN, Inc. will complete rollout of STIR/SHAKEN attestation for all numbers by June 30, 2021. While many customers...
Florida SB 1120 – What you need to know before July 1, 2021
While all eyes were on the Supreme Court’s opinion on TCPA, several states started taking matters into their own hands....
The Reports of TCPA’s Death Are Greatly Exaggerated
On April 1, 2021, the United States Supreme Court issued an opinion in the case of Facebook v Duguid. While their opinion...
Preparing For Audits
The basic principle I have in mind and that I have applied is much like how a squirrel lives its life (at least, where I am...
FCC Publishes Reassigned Number Database Portal
The FCC has been working to create a portal that tracks number reassignment to the general availability pool. In simplest...
Grupo NGN Awarded Best In Show at PACE Virtual 2020
PACE ACX Virtual was unlike any other conference/tradeshow due to COVID-19 adjustments. The very way of communicating with...
Grupo NGN Offers Upgraded NGNCloudComm Solution
Grupo NGN, Inc. recently announced an upgrade to its flagship cloud service, NGNCloudComm™ and encourages all current and...